What our clients have to say

Digiweb

"Prior to Xima Chronicall, it would have been virtually impossible for our team leaders to quantify the "ready time" for agents as well as many other aspects of a call center."

Boostability

"Xima's web interface is intuitive and makes it so simple to find and listen to calls via a webbrowser, something that we desperately needed that no other company was able to provide for us."

Ada Ride

"I called the toll-free line and got customprogramming and one-on-one attentionwhen I called. I've never experienced that in allmy years of different software supportpackages. It's just second-to-none."

Icorp

"I can actually make a phone call from my cellphone into the system and see that I'm callingin. The live wallboards are head and shouldersabove everything else I've ever looked at."

Success Stories

Ada Ride

Los Angeles-based company ADA Ride offers an efficient way for people with disabilities to apply for para-transit services at a time when demand is on the rise. The nature of their business demands excellent customer service, and while they hava always provided it, they didn't have a way to generate concrete statistics that could prove it to anyone who asked.

Los Angeles-based company ADA Ride offers an efficient way
for people with disabilities to apply for paratransit services at
a time when demand is on the rise. The nature of their
business demands excellent customer service, and while they
have always provided it, they didn't have a way to generate
concrete statistics that could prove it to anyone who asked.

ADA Ride ADA Ride was already using an IP Office to handle
their phone calls, so they began searching for available call
reporting packages for the platform. After considering their
options, they decided to choose the Chronicall package
offered by their reseller, Corporate Telecomm, because
Chronicall had the vital reports they were looking for and
didn't focus exclusively on sales performance metrics, which
weren't necessary for ADA Ride. "Other software packages
are geared up for sales, and I don't have a sales team," said
Arthur Hulscher at ADA Ride. "We just needed an
accountability package."

Once they began using Chronicall, they were able to
generate reports that confirmed what they had known all
along: that they were providing high-quality customer service
to callers. And now, they had the numbers to prove it.

After a while, they decided that they wanted to make a few
changes to one of their Standard Reports. They called Xima
support, expecting to deal with multiple transfers, long hold
times, additional charges, or being told to call back later.
Instead, their call was answered directly by one of our tech
support agents, a web meeting was created immediately, and
the report was able to be altered quickly.

"Outstanding customer support," said Arthur. "I called the
toll-free line and got custom programming and one-on-one
attention when I called. I've never experienced that in all my
years of different software support packages. It's just
second-to-none."

Austin Pain

"Xima Support is excellent" would summarize how Austin Pain Associates feels about Chronicall. Austin Pain Associates is a medical practice who specializes in pain management. They are located in central Texas and their mission statement reads that they want to be the best in customer service. Xima wanted to provide them that same level of service in all aspects of our software and Austin Pain Associates said, "Xima Support is the main reason we use Chronicall."

"Xima Support is excellent" would summarize how Austin
Pain Associates feels about Chronicall. Austin Pain Associates
is a medical practice who specializes in pain management.
They are located in central Texas and their mission statement
reads that they want to be the best in customer service. Xima
wanted to provide them that same level of service in all
aspects of our software and Austin pain Associates said "Xima
Support is the main reason they use Xima software"

Austin Pain Associates purchased the Avaya IP Office and
another reporting and call center product prior to using
Chronicall. After some time they realized that their existing
product wasn't giving them the level of detail they required
for their reporting needs. Joshua Wollard stated "we couldn't
get the customized information to improve business
processes" They reached out to their Avaya business partner,
Telephone Connect, and were introduced to Xima Software.

Through the Standard Reports with Cradle to Grave
reporting (X0001) they saw how seamlessly the Xima
Chronicall Software integrated with the IP Office and with the
addition of the Custom Reports license (X0002) they knew
they could get the customized information they needed to
improve their business. They also chose to add the Recording
library license (X0004) so they could easily view the call data
as well as listen to the calls all from the same intuitive
interface.

Austin Pain Associates started using the software in October
of 2013 and of all the features Chronicall has to offer, the
feature they like best is the Xima Care Support. "If we ever
have a question, we get the support we need. They help us
examine the data and understand the information it is giving
us. We know the information is accurate and can trust the
data it is giving us."

ALL RISKS

All Risks, Ltd. was formed in 1964 in Baltimore, Maryland as an excess and surplus lines facility but has grown tremendously over the last 50 years and now has offices in 13 states. They primarily serve all types of insurance agencies throughout the United States. This growth made it difficult to standardize their telecommunications. They originally had 4 different telephone systems, which was costly as each time they needed to make a change they had to have a technician come on-site. Sunrise Solutions Inc., an Avaya SME Expert and Xima Bronze partner found the perfect fit for All Risks using Avaya's IP Office Server and Xima Chronicall. This solution would allow All Risks to manage each location from a centeralized interface, as well as provide the metrics needed for their multiple call centers.

All Risks Ltd. was formed in 1964 in Baltimore Maryland as an
excess and surplus lines facility but has grown tremendously
over the last 50 years and now has offices in 13 different
states. They primarily serve all types of insurance agencies
throughout the US. This growth made it difficult to
standardize their Telecommunications. They originally had
four different telephone systems, which was costly as each
time they needed to make a change they had to have a tech
come on site. Sunrise Solutions Inc., an Avaya SME Expert
and Xima Bronze partner found the perfect fit for All Risks
using Avaya's IP Office Server Edition and Xima Chronicall.
This solution would allow All Risks to manage each location
from a centralized interface, as well as provided the metrics
needed for their multiple call centers.

"We are now in a place where setting up users is easy and
can be done in a matter of minutes. Moves from one cube to
another are simple and don't require going into a cross
connect closet to manage," said Chris Trompeter of All Risks.

When asked what Xima Chronicall features he liked using
best, Chris responded "Realtime monitoring is a really great
feature. A manager of the call centers can go in and actively
see how many folks are on the phone at any given time.
Cradle to Grave has really helped in call research situations in
finding the data that we need to make decisions."

All Risks needs that level of detail in order to put metrics
against some of their internal staff to meet service standards,
and they weren't able to do this before the new system. A
key decision to purchasing the solution was because of the
level of detail. "We wouldn't have bought a system if we
could not get a good reporting package to go along with it"
said Chris. Xima feels this applies to all companies as the
saying goes "you can't manage what you can't measure."

Daedalus Books & Music

Daedalus Books & Music is an online store selling thousands of quality bargain books, CD's, and DVD's for the independent reader and listener. Daedalus Books was using the same phone system for over 15 years and although the system was running well, it presented a few challenges that they wanted to overcome with today's technology. Xima Software and Bennet Communications (Columbia office) provided that solution using the Avaya IP Office and Xima Chronicall. Xima Software was a large factor in the customer choosing to go with IP Office. "The Realtime software was better than anything else I had seen," said John Reid, IT Manager. Because of the customized options provided with the Realtime Software, Daedalus Books was able to display the values that were important to them and their call center.

Daedalus Books & Music is an online store selling thousands
of quality bargain books, CDs, and DVDs for the independent
reader and listener. Daedalus Books was using the same
phone system for over 15 years and although the system was
still running well, it presented a few challenges that they
wanted to overcome with today's technology. Xima Software
and Bennet Communications (Columbia office) provided that
solution using the Avaya IP Office and Xima Chronicall. Xima
Software was a large factor in the customer choosing to go
with the IP Office. "The Realtime software was better than
anything else I had seen" said, John Reid, IT Manager.
Because the customized options provided with the Realtime
Software, Daedalus Books was able to display the values that
were important to them and their call center

With the addition of the IP Office it is now a lot easier for the
customer to manage the phone system. Previously when they
needed to make a change they had to rely on the business
partner. They also enjoy a lot of the features that came with
the new phone system like voicemail to email and being able
to see missed calls right from the phone. Daedalus Books
wasn't able to properly measure the call statistics from their
previous system and the reports would auto-delete after 60
days. It was also very difficult to train a new employee on the
reports. Now with Chronicall in place they can easily train
their staff along with pull historical report for any time of the
year. Which is critical for Daedalus Books as they do have
peak call periods throughout the year and they were never
able to measure their call volume.

Justin, the Call Center manager is a big fan of Xima's latest
software, Agent Dashboards. This allows Daedalus Books to
display important queue information right on the agent's PC
so they can be alerted if too many calls are in the queue.
John also stated that "Chronicall has made it easier to track
individual's states. On our old system you couldn't see when
someone was logged out, on break or end of the shift."
Having this data easily available makes it easier to run the
room and call center.

Be sure to check out Daedalus books at
www.daedalusbooks.com for your entertainment needs and
check out Xima Software for more success stories just like
this.

Digiweb

Founded in 1997 and with head offices in Dublin, Digiweb is a full service national communications and managed services provider. They provide nationwide broadband access, enterprise data networks, data center and web hosting services, managed services, and telephony to residential, business, and public sector customers. By virtue of its national wireless network and satellite services, Digiweb owns and operates Ireland's largest alternative last-mile access network. With numerous agents in their call center it became difficult to manage their agents.

Founded in 1997 and with head offices in Dublin, Digiweb is a
full-service national communications and managed services
provider. They provides nationwide broadband access,
enterprise data networks, data center and web hosting
services, managed services and telephony to residential,
business and public sector customers. By virtue of its national
wireless network and satellite services, Digiweb owns and
operates Ireland’s largest alternative last-mile access network.
With numerous agents in their call center it became difficult
to manage their agents.

“Prior to Xima Chronicall it would have been virtually
impossible for our team leaders to quantify the "ready time"
for agents as well as many other important aspect of a call
center.”

West Pier Telecom Ltd, an Avaya SME expert and Xima
Bronze Partner, was able to link Xima Chronicall with
Digiweb’s complex calling center to make a perfect fit. Since
Digiweb has been using Xima Chronicall they have been able
to improve logged on time for agents by 15%, reports
creation time by 50%, and reduce wait time on some call
center lines by 10%. They have found the live monitoring,
reporting facilities, and call boards features to be crucial to
the improvement of their business and has made the
management of their call center much more simple.

"The live boards for both agents and groups has been the
biggest improvement with our move to Xima Chronicall. It
allows our team leaders to follow their respective call agents
during their shifts. The powerful reporting feature has also
been a great improvement enabling us to have detailed
scheduled reports sent automatically to the management
team on a weekly/monthly basis. Lastly the call boards are a
very good visual tool for the front-line agents who can
quickly get an overview of the call center status, queues,
etc..."

Icorp

Martin Miranda from Sistemas Digitales Mexico recently sold the Chronicall suite of software to Infotecn ologia Corportativa, also known as iCorp from Queretaro Mexico. iCorp is an IT support call center with over 200 employees who take inbound calls from all over North and South America. They acquired an IP Office to help them fulfill their call center responsibilities but found themselves frustrated with the recording platform.

Martín Miranda from Sistemas Digitales Mexico recently sold
the Chronicall Suite of Software to Infotecnología
Corportativa, also known as iCorp from Queretaro Mexico.
iCorp is an IT support call center with over 200 employees
who takes inbound calls from all over North and South
America. They acquired an IP Office to help them fulfill their
call center responsibilities but found themselves frustrated
with the reporting platform.

Juan Carlos Ruiz, the IT Infrastructure Management Specialist
mentioned: "Our main challenge was that our reporting
platform was not easy to use and required specialized
personnel to access the reports. We were looking for
something that was user friendly and that could be accessed
by any of the supervisors and didn't require a long
elaborated process each time they wanted to tweak their
report or required a new report". Before purchasing
Chronicall, iCorp enrolled in our 14 day trial and was able to
see just how Chronicall was able to overcome their pain
points in being a user friendly robust reporting tool. Learning
later that they could have their call recordings integrated in a
unified platform was an added bonus.

When asked how they have benefited from using Chronicall
Juan Carlos responded this way: "[Chronicall] allows us to get
a quick turnaround to our customers requests. Before, when
the client needed us to review a call, it was a complicated
process to find the call and understand what happened. Now
with Chronicall, the process is almost immediate. We can now
see when the call came in and what exactly happened on the
call. We didn't have this level of visibility with our old
platform." Juan Carlos continued: "We have really been able
to increase our quality control. Now we can see when our
agents put our clients on hold multiple times". He mentioned
how easily and quickly they could "identify these unhealthy
calls, follow up with the agent, perform training if necessary,
and have better quality control."

We're glad Chronicall has helped iCorp do just what it was
intended to do: help organizations have a greater visibility
into what is happening in their organization so they can
make informed decisions to minimize costs and increase
revenues.

RMA of Texas

Reproductive Medical Associates (RMA) of Texas employs a team of reproductive endocrinologists who offer fertility care and treatments. Their business is growing quickly -- within the next few months, they estimate that their number of employees will increase by almost 50%. But this growth made it harder for the RMA staff to give every caller the level of attention they needed.

Reproductive Medical Associates (RMA) of Texas employs a
team of reproductive endocrinologists who offer fertility care
and treatments. Their business is growing quickly--within the
next few months, they estimate that their number of
employees will increase by almost 50%. But this growth made
it harder for the RMA staff to give every caller the level of
attention they needed.

"We didn't know what was going on with the phones," said
Bob, a manager at RMA. "We didn't know if we were
dropping calls. We didn't know if all of our voicemail’s were
getting answered. We didn't know for sure if people were
getting through to doctors in emergency circumstances."

That was when they decided to start looking for a phone
system that could help them manage their calls and see
where they could improve. They knew that whatever phone
system they chose would need to support software that
could report on historical data, manage their recordings, and
show them live call data. Each solution they looked at only
offered one or two of these functions; none of them seemed
to be the perfect choice.

Then, their current Avaya re-seller introduced them to the IP
Office and Chronicall. Together, they offered everything RMA
of Texas were looking for, and did it all for the right price.
Once they saw what Chronicall could do, purchasing the
software was an easy choice--they didn't even need to use
the free 14-day trial period.

"We had looked at numerous reporting packages, and some
had features that we wanted, while others did not. But when
it came down to Chronicall, it was the perfect solution. It had
the features that we wanted at the price we were looking for."

Almost immediately after installing Chronicall, they were able
to generate a report that showed them how many calls were
being lost and what they could do to improve their customer
experience. After seeing this information, they decided to
hire a receptionist and make other important business
decisions. Since then, they've been able to handle their
callers much more efficiently and they feel as if they have
more control over their phones.

RMA has also used Chronicall's Realtime module to set up a
live wallboard on a TV screen. They say that Realtime has
been one of Chronicall's most useful features so far. "I can
actually make a phone call from my cell phone into the
system and see that I'm calling in. The live wallboards are
head and shoulders above everything else I've ever looked
at."

"If Chronicall has helped us convert one patient into a paying
customer... it's already paid for itself."

Alliance Funding Group

Alliance Funding Group was founded in 1998 and since the company was created they have been experiencing rapid growth. They have multiple offices spread throughout Southern California and have funded over half a billion dollars in equipment leases and unsecured business loans. Their customers range from small businesses to enterprise companies, including many on the Fortune 1000.

Alliance Funding Group was founded in 1998 and since the company was created they have
been experiencing rapid growth. They have multiple offices spread throughout Southern
California and have funded over half a billion dollars in equipment leases and unsecured
business loans. Their customers range from small business to enterprise companies, including
many on the Fortune 1000. Because of their rapid growth they need a phone system and
the appropriate analytical and call recording tools to help them run their business. They
looked to ShoreTel and Xima Software to fulfill their needs.

The company's sales department relies heavily on the tools Chronicall provides. First,
the office managers use reporting to measure their agents call volume, in particular their
outbound calls. They have discovered their top sales associates have greater success when
making over 150 calls. They can use call reporting to determine the associated success
rate of their agents.

Call Recording has been a critical tool for quality assurance and training purposes.
With Chronicall, Alliance Funding Group records 100% of their external calls. Mentors then
review the recordings with new employees to help train them on areas of improvement.

Realtime wallboards were the last piece Alliance Funding Group needed to ensure their
sales team was properly equipped with the tools they needed to be successful. Their
realtime wallboards are displayed throughout the sales team office and it helps each of the
agents determine how they stack up against other team members. Additionally, team managers
use realtime monitoring to track agent idle time.

When Xima Software asked Matt Kraus, IT Manager for Alliance Funding Group why they
went with Xima Software, he answered: "It was better than anything I researched. The
standard reports are really solid, but the custom reports allow you to get everything you
need. The software is very granular and can drill down to ever call detail". Chronicall
has been a critical part of Alliance Funding Group's business for the past two years,
and will be for the foreseeable future.